Match staff on shift to forecast demand and find where the rota is over or under-resourced.
Workload in minutes divided by the interval gives the raw requirement, but nobody can be occupied 100% of the time — so dividing by target occupancy adds the slack real service levels need. Scheduling to 100% occupancy guarantees queues, because arrivals are random rather than evenly spaced across the interval.
Staff Scheduling
Staff required = demand × handling time ÷ (interval × target occupancy)
Staff required = demand × handling time ÷ (interval × target occupancy) Workload in minutes divided by the interval gives the raw requirement, but nobody can be occupied 100% of the time — so dividing by target occupancy adds the slack real service levels need.
Scheduling to 100% occupancy guarantees queues, because arrivals are random rather than evenly spaced across the interval.
This calculator takes 5 inputs: Forecast transactions or contacts in the interval, Average handling time, Length of the scheduling interval, Target occupancy, Staff currently scheduled. The pre-filled defaults are a realistic starting point — replace them with figures from your own environment for a result you can act on.